CallMiner : Eureka! Enterprise

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about CallMiner!

Eureka Enterprise was developed for large enterprise or multi-site contact centers. CallMiner's Enterprise product automates the process of extracting business intelligence from tens to hundreds of thousands of recorded conversations a day. Enterprises chose Eureka because it is proven in very large deployments,and scales effectively and efficiently. Across multiple platforms, ontact centers and lines of business, Eureka is able to provide a single view of an entire organization.

Eureka is an independent and recorder agnostic speech analytics solution. As a result, Eureka is flexible to support mixed environments and to grow with your organization regardless of the recording technology chosen by IT or acquired subsidiaries. This allows you to have a consistent analytical view of your customer interactions.

Advantages

Scalable

  • Single server to distributed redundant architectures processing from 250 hours of calls per day to tens of thousands of hours per day
  • Efficient data scaling allowing for analytics beyond the life of the call (typical configurations support 90 days worth of call search and 13 months worth of call data)
  • Multi-site support, rolling up data into a single analytical view
  • Supports mixed (heterogeneous) environments with multiple recording vendors as source data providers
  • Lowest total cost of use – usable actionable data without significant infrastructure investment

Open and Compatible

  • Calls are converted to data and stored in non-proprietary formats
  • Integrates seamlessly into existing enterprise systems
  • Site Manager manages multi-site and multi-recorder integration – recording system agnostic
  • Integrate with other sources of call related data or business data for aggregated analysis
  • Reporting abstraction layer provides categorization, attributes, call score, and acoustic output to third party data warehouses, analytics or business intelligence and reporting systems
  • Search API allows for direct call search through third party tools

Discover the Unknown

  • Mining all the words and acoustic data allows you to discover trends and events without a predisposed notion of what to look for

Accurate Categorization and Statistics

  • More accurate than counting search hits
  • Categories defined by multiple weighted criteria and advanced language logic
  • Maximizes hits while reducing false positives
  • Accuracy in categorization achieved despite reality of imperfections in speech recognition
  • Automated categorization more accurate and consistent compared to manual approaches
  • Benefit from libraries of existing vertically targeted categories

Ad hoc Free Form Analysis

  • Visual analysis tools and access to all captured data dimensions and measures allow for detailed ad hoc analysis for digging beyond canned reports

Flexible and Extensible

  • Support for custom categorization, business indices, and reports
  • Call Categorization to meet specific needs and business objectives
  • Measure overall performance through definition of specific business indices and contributing indicators – (customer satisfaction, agent compliance, sales performance)
  • Custom reports to provide the data views of interest when standard reports are not enough